Support 2018-04-23T10:17:16+00:00

SUPPORT

Support Phone: (630) 468-7600
Support email: support@teamadapt.com

Adapt’s National Support Center is staffed with Interaction Center Certified Engineers (ICCE) offering a comprehensive range of support services including 24x7x365 coverage for emergency situations. Adapt supports any product officially offered and supported by Genesys as part of the PureConnect platform, or integrations developed by Genesys to other 3rd party applications such as Salesforce.

Support Options

Standard Support

is included with Genesys yearly maintenance and provides basic coverage for defects in the PureConnect code. When you plan to or have invested in the training and education of your administrative staff, the Standard level of support is most appropriate.

Standard Support covers:

  • Issues confirmed to be PureConnect code issues verified by Genesys
  • License updates
  • PureConnect code updates during the Adapt Support maintenance team window

Preferred Support

covers any issue confirmed as a code problem and any investigation where the root cause is not a Genesys code bug. If you want or need additional resources, choose the Preferred level of coverage.

Preferred Support covers:

  • Issues confirmed to be PureConnect code issues verified by Genesys
  • License updates
  • PureConnect code updates during the Adapt Support maintenance team window
  • Any investigation where the root cause is not a PureConnect code issue; such as those stemming from your network, telephony provider, or integration to a 3rd party application
  • 30 two-hour sessions for MACs (moves, adds, changes)
  • Installation of LogicMonitor and measurement points for alerts and diagnostic assistance

Managed Services

is an add-on subscription option for Preferred Support to have Adapt also manage your PureConnect hardware, software applications and voice network monitoring.

Managed Services adds the following to Preferred Support coverage:

where Adapt will manage a variety of activities on the servers and network gateways required for PureConnect’s operation; such as applying Microsoft Windows updates, applying Genesys code updates, and monthly maintenance and backup of system configuration files.

for PureConnect, and Microsoft related services and processes on PureConnect devices to detect alerts/alarms indicating performance issues. We notify you of any critical alarms.

for early detection of Voice over IP issues. Adapt monitors measurement points on PureConnect servers, gateways, voice VLAN switches, IP phones, and SIP softphones that can alert Adapt Support to potential problems related to VoIP networks.

is a program designed to assist new dialer administrators in learning and executing all aspects of the Interaction Dialer system successfully; such as understanding and managing data, and designing/building/implementing dialer campaigns. Work is scheduled as a consultative engagement.